Sometimes customers have genuine concerns and reservations about potential purchases. We clarify what would be the right kit to EQUIP them for the outdoors and EXCITE them with possibilities. It’s then up to them to decide.
Explorers anticipate problems and think about how to overcome them before they arise. We do this too.
• You welcome any objections your customers may have and view them as an opportunity rather than a problem.
• You retain a positive mindset when facing issues and you’re able to put them into perspective.
This adventure looks at how we can scale problems and overcome obstacles.
Scaling objections
It’s OK to have questions and concerns before making choices or decisions.
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EXPLORING ON MY OWN
We may never know what these customers think if they do not connect or interact with us during their visit to our store.
FILL MY BACKPACK!
These customers may appear frustrated if we do not have what they require. We need to remain calm and confidently find suitable alternatives or solutions.
LET'S EXPLORE
These customers often feel overwhelmed with choices. We need to keep things clear and simple. They usually respond well to questions like “Which do you prefer?” because it helps them organize their thoughts.
TAKE ME TO THE SUMMIT
These customers may come armed with lots of questions based on their online research. It’s OK for us not to know everything; however, it´s important that we know where to find the answer!
We can prepare ourselves to scale objections by predicting these. For example, if some sizes aren’t available in-store, consider all alternatives available in-store and online.
SCALING OBSTACLES
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The 4 steps to Scaling Obstacles:
STEP 1 • Acknowledge the concern. Let the customer know you have actively listened to them.
STEP 2 • Ask open-ended questions to understand more.
STEP 3 • Briefly reposition benefits with added features.
STEP 4 • Check how the customer feels now.
This 4-step approach will help scale customer objections. Remember, this is not about winning and getting sales. Instead, it’s about ensuring all shoppers are reassured they have made the best possible decision.
